AT&amp;T Launches Hosted Call Center Service

It's becoming increasingly clear that many SMBs (small- to medium-sized businesses) need call centers just as much as large companies do. They might not always use that term, but if they have even a handful of sales or support staff on the phone with customers most of the time, they need the specialized call routing and other features only call-center technology can provide. But small companies usually can't afford the kind of dedicated equipment and software that typically requires. As in many such situations, IP telephony, including the hosted type, provides a good solution. Now, AT&T is getting in on the act.

The telco's big move comes in the form of its new AT&T Hosted Integrated Contact Services. Incoming calls go to an AT&T datacenter running hosted contact-center software from Genesys (owned by Alcatel-Lucent). The software determines where to route each call, and then sends it to the proper agent at the company via an IP trunk. VPN (virtual private network) technology guarantees security. Agents can take the calls on softphones or IP desk phones.

The new offering provides the usual advantages of hosted services. In particular, companies don't have to buy their own call-center hardware or software, they just pay for the capacity they need. Payment is by agent seat or, if they opt for IVR (interactive voice response) functions, by the port. The cost typically runs between $100 and $300 per month per agent or port, according to Nora Cheseby Peskin, executive director of product management for AT&T Voice Networking. Companies can add seats or ports as required to meet demand. In addition, the service can temporarily boost capacity 20 percent above the installed levels to deal with sudden surges in call volumes.

Companies can set up their call flows through a Web interface. They can route calls based on a number of criteria, such as first available agent or different agents' ability to handle certain types of issues. They can also distribute calls based on callers' key-press or voice responses to prompts. The service integrates with various premises and hosted CRM systems to provide agents with information about callers when they answer. AT&T is providing some standard call-routing templates such as auto attendant and retail-store locator from the start, and will add others as demand dictates, according to Shawn Conroy, AT&T Voice Networking vice president.

AT&T didn't develop the new service specifically in response to the current economic crisis, Conroy said, since it has been in the works for some two years. But it is getting a good reception because of the downturn. It lets small companies significantly boost their capabilities without large expenditures. It also helps larger organization fill in gaps in their existing call-center operations without having to make big spending decisions in the face of an uncertain business outlook.

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